Losing visitors in LiveResponse App

[wpcomp]

Since upgrading to build v3.1.1.5, we have had repeated issues with the following:

Repeated New Visitor alerts even though its the same visitor and the repeat alerts flag is turned off.

Counter showing x number of visitors currently on the site, but LiveResponse status window shows less than x current visitors. (IE, icon in task bar shows 4 visitors, LiveResponse status window only shows 2.)

Dropped LiveChat sesssions. Customers have reported in the middle of a chat, they will see the same response from a chat agent repeat itself over and over again. After about 3-5 mins, the chat window will advise the agent the client is not responding.

I tried upgrading to the new build, v3.1.1.11 (which btw is mislabled as 3.1.0.11 in Ryan's post), but this did not resolve any of these issues at all.

Vic Vega
WolfPaw Comptuers

[Ryan Lederman]

What version is your server software?

[Roger Clark]

Indeed, it should be labeled as 3.1.1.11. My mistake.

Can you PM me with login info for your helpdesk so I can try to track down the grid count bug? I can't reproduce it on our servers.

[wpcomp]

v3.10.00

Originally Posted by Ryan Lederman

What version is your server software?

-Vic

[Ryan Lederman]

Please run through your server's error log and paste any relevant error messages here.

[wpcomp]

What kind of errors should I be looking for?

This is getting absurd. We are losing 2-3 chats a day now and our customers are getting very upset.

Today, on 2 computers, both running v3.1.1.11, my computer received a chat request, the other staff member never got it. Yes, we're both assigned to the department.

Originally Posted by Ryan Lederman

Please run through your server's error log and paste any relevant error messages here.

[Ryan Lederman]

Originally Posted by wpcomp

What kind of errors should I be looking for?

This is getting absurd. We are losing 2-3 chats a day now and our customers are getting very upset.

Today, on 2 computers, both running v3.1.1.11, my computer received a chat request, the other staff member never got it. Yes, we're both assigned to the department.

That's as-designed. The "round-robin" system will try the first staff member and if they don't accept the chat for some X amount of time, it will try the next person, etc.

[wpcomp]

How do I turn that off then? I do not want the customer to have to wait forever before moving on to another agent.

And what about the rest of my questions?

I honestly like the Kayako product, but the lack of support I've found on several serious issues we've had is making me regret purchasing it.

We need a system that works. You guys fix something, but then break something else. It is a reflection of US to our customers that is making us look incompetent.

The end user does not understand that our software is not working correctly - they think they are being ignored and "hung up on".

This is completely unacceptable.

I've tried opening support tickets in the past, even critical issues - only to have to wait 3-4 days for in unintelligent and often vague response.

Originally Posted by Ryan Lederman

That's as-designed. The "round-robin" system will try the first staff member and if they don't accept the chat for some X amount of time, it will try the next person, etc.

[Neil-UKWSD]

Hi,

The round robin chat delivery is the way v3 has always worked, it was never designed to poll all staff members in one go.

[wpcomp]

Perhaps it was not by design, but it used to do just that.

Originally Posted by Neil-UKWSD

Hi,

The round robin chat delivery is the way v3 has always worked, it was never designed to poll all staff members in one go.

[Neil-UKWSD]

Hi,

I've never had v3 poll multiple operators at the same time with chat requests, the old v2 used to work that way but v3 was built around it using a round robin polling method to prevent several staff from picking up the same chat.

[Roger Clark]

If it did that for you, it was probably a bug.

I agree that the round robin system should be optional and the default behavior should be to notify all operators. Unfortunately, as these guys have already said, the software isn't designed to do that right now.

I'll look into getting that reintroduced into the product. As of now, I have fixed your visitor count bug and I'm currently handling the alert bug. These fixes will be present in the next build.

As for the repeating chat messages, that would be on the web end; I will get that handled by the other developers.

[wpcomp]

Thank you Roger.

I'm assuming the web end guys would be responsible for the dropped chats too?

-Vic

Originally Posted by Roger Clark

If it did that for you, it was probably a bug.

I agree that the round robin system should be optional and the default behavior should be to notify all operators. Unfortunately, as these guys have already said, the software isn't designed to do that right now.

I'll look into getting that reintroduced into the product. As of now, I have fixed your visitor count bug and I'm currently handling the alert bug. These fixes will be present in the next build.

As for the repeating chat messages, that would be on the web end; I will get that handled by the other developers.

[Ryan Lederman]

Originally Posted by wpcomp

Thank you Roger.

I'm assuming the web end guys would be responsible for the dropped chats too?

-Vic

Yes sir

[wpcomp]

Ok, that is our primary concern right now. The dropped chats are annoying our customers.

Thanks.

Originally Posted by Ryan Lederman

Yes sir